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Customer Support Specialist

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Primary Location: Seoul, Seoul, Korea, Republic of Full time R1300057

Job description

Role purpose

Manages client expectations and ensures the delivery of business services, products and solutions to ensure client satisfaction, retention and brand preservation.

Job Description (Responsibilities)

  • Salesforce configuration changes, including (but not limited to): Workflow, fields, page layouts, record types, custom settings, dashboards and reports
  • All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups
  • Respond to customer queries in a timely and accurate way, via phone, email and system
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints and reach out to provide assistance
  • User training and creating training materials and user/admin manual
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing team.

Minimum Education, Experience & Specialized Knowledge required

  • IT솔루션을사용하는고객을지원한경험이있는 (제약산업경력자, Salesforce 경험자선호)
  •  Excellent commination skill and problem-solving skills
  • Customer oriented mindset and analytical skill
  • Business English skill is required

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

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